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Small businesses depend on regular customers who return to the business again and again for services. And in order to grow, entrepreneurs are always on the lookout for new customers in need of the services the business offers.

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This title isn’t some cynical reference to Big Brother. It’s about the first, basic layer of scrutiny that potential customers give YOU: small businesses, consultants, freelancers and entrepreneurs, and you may not even know it. Read More

Is your customer service focused on your marketing efforts or improving the customer experience? Is every interaction with your customer base an opportunity to sell more product? Is there ever a time when you should suspend your marketing activities? Read this post to find out when marketing can kill your customer service. Read More

The days of the cold static site are coming to end. Customers are tired of being talked at and are ready to get in the conversation. They’re looking for Read More

It is possible for any product or service that is viewed as a commodity to become invaluable if the business can create a memorable experience as it moves down a common evolutionary path. Read More

In 'real world' shopping you can look your customers right in the eye, chat with them and thus understand what they want, or guide them to a certain item. And if they come back again and again, it's partly because they like you or your staff, as much as liking your product (unless you're in a specialized field). Read More

Which comes first, like or trust? Do customers need to believe you or think you're a great guy? Which is most important -liking you or trusting you? Read More

Too many people look at customer service as a cost center, when it really should be a profit center. I recently read B-A-M!: Delivering Customer Service in a Self-Service World and it’s an important refresher and reminder of the importance of great customer service. Customer support is something I’ve obsessed over for many years. Here are 9 important reminders + revelations from B-A-M. Read More

This article is about a recent visit to a coffee shop and why the author chose one over the other. - And guess what, it had nothing to do with the coffee! It's about the experience that each place offered. So what experience does your small business deliver? Read More